Customer Resolutions Consultant

at  Resolution Life

About Resolution Life
At Resolution Life, we are resolutely committed to protecting the financial futures entrusted to us.
For customers, advisers, companies and the industry, we are making an impact worldwide.
Resolution Life is a global life insurance group focusing on reinsurance and the acquisition and ongoing management of portfolios of life insurance policies.
Resolution Life Australasia, manage ~$30 billion in assets, service over 1 million customers with superannuation, investments and life insurance policies and have over 1000 employees across Australia and New Zealand.
Why us?
We are committed to providing our customers with peace of mind that their life insurance, superannuation, and investment policies are in safe and trusted hands for the long term, through providing quality investment management, competitive premiums and excellent customer service.
We are one of the first life insurers globally to operate in an entirely Enterprise Agile environment and have a contemporary 100% cloud-based technology offering.
The Opportunity
We are seeking a highly experienced Customer Resolution Consultant to join our amazing team. As a Customer Resolution Consultant at RLA, you will enhance customer satisfaction by resolving complaints through the Internal Dispute Resolution (IDR) process. Managing a portfolio of insurance and superannuation-related complaints, you will conduct thorough investigations to deliver fair outcomes. Your high emotional intelligence and empathy will help you engage with customers, ensuring clear communication throughout the resolution process.
Your awareness of recent New Zealand regulatory changes, including the upcoming IFSO (Insurance & Financial Services Ombudsman) Alternative Dispute Resolution (ADR) scheme, and understanding of the Conduct of Financial Institutions (CoFI) regime, will be crucial. This knowledge will enable you to navigate the evolving regulatory landscape effectively and ensure compliance with new standards, promoting transparency and fairness.
Collaborating with team members and stakeholders, you will share best practices and participate in ongoing training to enhance your skills in complaint handling. Your strong problem-solving abilities, attention to detail, and commitment to regulatory compliance will be essential in delivering positive outcomes and preventing complaint escalation. With over five years of experience in financial services, you will bring a wealth of knowledge and expertise to this dynamic and impactful position.
This role offers and embraces flexible working arrangements. You’ll have the freedom to work remotely, with occasional office attendance required on an ad hoc basis, ensuring a harmonious balance between business needs and personal flexibility.
Your Story

RLA has adopted agile ways of working, providing a flexible environment for individuals to make a significant contribution to our success through the application of their skill and experience. To thrive in this environment ideally a candidate has the following attributes:

• Comply with all regulatory and Trustee requirements and timeframes for resolving customer complaints through the IDR/EDR process.
• Manage a portfolio of Insurance and Superannuation-related complaints by conducting thorough investigations and providing fair and reasonable outcomes to prevent complaint escalation.
• Demonstrate emotional intelligence and empathy when engaging with customers who have expressed dissatisfaction, and proactively seek to understand their needs, concerns and challenges.
• Communicate effectively with customers throughout the resolution process, using their preferred channel and plain language.
• Identify and escalate systemic issues and root causes of complaints, and provide actionable insights for improvement to relevant business areas supported by data.
• Collaborate with team members and stakeholders across the organisation to share insights, learnings and best practices for resolving complaints and enhancing customer experience.
• Participate in ongoing training and development activities to maintain and improve knowledge, skills and performance in complaint handling

Experience

• Sound knowledge and compliance with the regulatory framework and guidelines.
• Demonstrated experience (5+ years) in handling complex and sensitive complaint management within Financial Services.
• Possess high emotional intelligence and empathy to connect with customers and understand their needs and expectations.
• Excellent verbal and written communication skills, able to use clear and simple language to explain complex information and processes.
• Ability to collaborate Trans-Tasman
• Proven problem-solving and analytical skills.
• Strong organisation skills, with ability to manage multiple tasks and priorities efficiently and effectively.
• Able to work under pressure to meet deadlines and performance standards.
• Pays close attention to detail and ensure accuracy and completeness of records and documentation, following relevant policies and procedures.
• Shows commitment to continuous learning and development, adapting to changes and challenges.
• Strong collaboration skills with proven professionalism to be able to engage internally and externally with stakeholders.
• Works independently and proactively, taking ownership and responsibility for work and performance.

Critical Skills

At Resolution Life, we have identified the following critical skills which are key to success in our culture:

• Customer Focused: Passionate drive to delight our customers and offer unique solutions that deliver on their expectations.
• Critical Thinking: Thoughtful process of analysing data and problem-solving data to reach a well-reasoned solution.
• Team Mentality: Partnering effectively to drive our culture and execute on our common goals.
• Business Acumen: Appreciation and understanding of the financial services industry in order to make sound business decisions.
• Learning Agility: Openness to new ways of thinking and acquiring new skills to retain a competitive advantage.

What Will We Do For You:
Our culture underpins our values and guides our decision making. It’s also what makes Resolution Life a great place to work.
Resolution Life Australasia supports virtual working, and our enduring primary place of work continues to be “virtual” with the physical office and home office used interchangeably. We recognise that our workers can contribute and connect equally regardless of where they are located, and we have seen and experienced the wellbeing and benefits that come from working at home. This means some of us work at home most of the time, in the office most of the time or a balanced mix.
Every day is an opportunity to grow – and we hope to offer our people a career, not just a job.
The learning and development opportunities we offer include supporting the completion of executive-level short courses, access to leading online learning tools, on the job training, and mentoring by highly experienced business leaders.
Join us
Before commencing employment in this role you will need to provide two references, full working rights and complete police and credit checks through an online provider.
As an equal opportunity employer strongly committed to working in a diverse and inclusive workforce you will be provided with any support or accessibility requirements throughout your interview process. Please feel free to contact our Talent Team directly at talent@resolutionlife.com.au.
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Please refer the Job description for details